User Unable to Login to SAAS GCP SSO - Troubleshooting

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

A user is unable to login to Clarity via SSO

Environment

All Supported Clarity Releases with Broadcom SAAS GCP

Resolution

Troubleshooting:

Collect the below information

• How is the user connecting, which browser they are using, were they able to connect before
• Were they added to their IDP correctly
• Ask the user to connect from the IDP to Clarity and see and report if this works
• If they see Authentication Failed when connecting to Clarity from the IDP, this typically is an issue with user is getting blocked directly on their IDP and has to be addressed by your SSO Team
• Try connecting in another browser or Incognito Mode

If this doesn't help:

• Collect a HAR trace of the issue in DevTools in browser
• Exact username / email
• A screenshot of the error screen
• The entire URL text (if the landing page is a Broadcom URL)
  • Broadcom’s VIP authentication engine embeds extensive debug information directly in the URL when issues occur (such as certificate mismatches). Capturing the full URL up front lets us diagnose problems immediately without waiting to extract it from HAR files or server logs.
• Provide all the details to Broadcom Support to investigate